Go Integrator User Guide October 2014.

Transcription

1 Go Integrator User Guide October 2014.

2 Table of Contents 1 About Go Integrator Installation Quick Start Tray Menu Phone Window Preview Window Place Calls Manually Enter a Phone Number Redial from Call History Call from a Browser Web Page Dialing Dialing from a Contact Management System (CMS) Call from Another Application Clipboard Dialing Application Detection Call from Microsoft Office Applications Call Control Store Contact Details for a Caller Hold Call Transfer Call Consultative Transfer Features Set Forward All Set Do Not Disturb Presence Personalize Presence List Address Book Add New Contact Add New Contact from Call History Find a Contact Call History Configuration General Settings Telephony General Settings Interface General Settings Dialing General Settings Events Integration Settings Versions and Log Settings October Page 2 of 13

3 1 About Go Integrator Go Integrator is a unified communication management tool which allows you to integrate communication between your phone and your CRM (customer relationship management) application. This tool provides click-to-dial and instant CRM access during call initiation. 2 Installation Visit the DSCI website at to download the installer. Once downloaded, double-click the installer file and follow the installation instructions. After installing the application, you ll need to configure your login credentials. Input your username and password in the General Settings Telephony menu. If you do not know your username or password, contact your company administrator. 3 Quick Start Here s an overview of the features you ll use most often in Go Integrator. 3.1 Tray Menu Most of the time, all you will see for Go Integrator is an icon in the taskbar: a green circle which turns red if you re on a call. Right-click on this icon to display the Tray Menu. NOTE: In Windows 7, some taskbar icons are hidden unless you specify for them to appear. To manage these settings, go to Start > Control Panel > Notification Area Icons. October Page 3 of 13

4 You ll find many frequently-used features on the Tray Menu, including: Quick Dial Box: Type a number to dial, or enter a name to find contact details. Recent Menu: Quickly view and redial recent numbers. Features: Set up Call Settings, DND and Call Forwarding on your extension. Configuration: Contains options to change your user experience, and configure CRM packages to integrate with. Exit: Exits the program. 3.2 Phone Window The Phone window appears when you place or receive a phone call, allowing you to control calls and view contact information. To access this window manually, double-click on the Go Integrator icon in the taskbar or select the Phone option on the Tray Menu. Contact Information: The name and phone number of the other party. Actions: Use these buttons to interact with the current call and contact. Call Information: Additional information about the current call. If you have more than one call in progress, you ll also see blue arrows in the Actions pane. Use these arrows to switch between the calls. October Page 4 of 13

5 3.3 Preview Window When you receive an inbound call, a Preview window will appear until the call connects. It contains the same type of information from the Phone window, but in a more compact format. Close Button: Immediately closes the Preview window. Contact Information: The name and phone number of the other party. Call Control Actions: Use these buttons to interact with the call. Some of them will display the main Phone window. Like in the Phone window, the actions at the bottom of the Preview window adapt to the state of the call. The example above shows the actions that are available when a connected call is in progress. To conserve space, labels are only shown for the first two actions; the rest are depicted by their icons only. 4 Place Calls Go Integrator offers several options for placing outbound calls. 4.1 Manually Enter a Phone Number Right-click on the Go Integrator taskbar icon and enter the phone number in the text box at the top of the Tray Menu. When finished typing, press Enter to place the call. If you already have the Phone window open, just start typing the number on your keyboard. Go Integrator will understand that you want to place a call and switch to the Make Call screen. Press Enter when you ve finished typing to make the call. 4.2 Redial from Call History From the Tray Menu, select Recent or Call History for a list of your calls in reverse date order. To redial a caller on one of these lists, click on the phone number. 4.3 Call from a Browser Go Integrator can search your web pages for phone numbers to dial Web Page Dialing To configure Go Integrator to recognize phone numbers displayed on web pages: 1. Go to the Configuration menu, and select Dialing Settings. October Page 5 of 13

6 2. Enable Web Page Dialing. Once this feature is enabled, phone numbers will be displayed in your browser as hyperlinks. Click on a hyperlink to call that number Dialing from a Contact Management System (CMS) Some web-based CMS platforms display phone numbers inside text boxes. Go Integrator cannot turn these numbers into clickable hyperlinks. To enable dialing support for this type of application: 1. In the Configuration menu, on the Dialing page, click Add. The Configure Dialing wizard opens. 2. Select the Application runs inside a web browser option, then choose Text boxes. 3. Locate a page in your application that contains telephone numbers in a text box. Enter the telephone number that is shown in your application into the wizard. 4. Click Detect. Go Integrator scans all open web pages and find the first instance of the specified phone number. 5. Click Save. The next time you view the page, there will be a Dial button next to the text box. 4.4 Call from Another Application Since applications can vary widely, Go Integrator provides several ways to dial the numbers stored within them Clipboard Dialing When this feature is enabled, Go Integrator will monitor your clipboard for copied text. If it sees text that looks like a phone number, a notification will appear from the taskbar icon. Click on this bubble to dial the number. When using this dialing method, you can help Go Integrator recognize valid numbers by entering a minimum and maximum length, and/or a prefix that numbers must start with. This can be done in the Dialing Settings page Application Detection If you regularly dial from a certain application, it will be more efficient for Go Integrator to learn the application. To enable application dialing: 1. Make sure the application you want Go Integrator to learn is already open and visible. 2. In Go Integrator s Configuration menu, on the Dialing page, click Add. The Configure Dialing wizard opens. 3. Select the Any other type of Windows application option, then click Next. October Page 6 of 13

7 4. On the next page, click and hold the mouse on the crosshair next to the word Detect (as shown in the screenshot to the right). Without releasing the mouse button, drag the cursor over to the other application. Release the mouse button when the cursor is above a text box in the application where a phone number is stored. If the crosshair icon changes to a green check mark, then it is likely that Go Integrator can add dialing support to this box. 5. Click Next, then click Close to save the settings and exit the Configure Dialing wizard. 6. Click Save in the main Configuration page. 7. Close and reopen your application window to confirm that the settings work. Depending on the type of application it is, you will either see one of three possibilities: a. A Dial button will appear to the right hand side of the text box. This means that you have a.net application, and you probably saw a check when doing the detection. If this is the case, then you should proceed to detect the other text boxes in your application to enable them in Go Integrator as well. b. Dial and Hangup buttons will appear to the right of the text box (if it contains a valid phone number) when you hover the mouse over the box. This means that you have a non-.net application. c. If you see none of these, Go Integrator most likely does not support the text box in your application. Consider using Clipboard Dialing or Web Page Dialing instead Call from Microsoft Office Applications When Go Integrator is installed, it also installs SmartTags for use in Microsoft applications. SmartTags allow these applications to actively detect telephone numbers. Mouse over a SmartTag highlighted number to bring up an information box which includes an option to dial the number. 5 Call Control The Phone window enables you to manage an active call in a number of ways. 5.1 Store Contact Details for a Caller When you re on a call and Go Integrator doesn t have an Address Book entry for the other party, it will show their Caller ID information (a town or location name) instead. Click New Contact or Edit Contact to store the caller s details for future use. October Page 7 of 13

8 5.2 Hold Call While on a call, click Hold. To resume the call again, click Unhold. If you want to transfer a call that is on hold, you will have to take the call off hold first. 5.3 Transfer Call This action immediately transfers the call to the other party and disconnects you. While connected to the call (not Ringing or On Hold), click Transfer in the Phone window. In the Transfer window, enter the number to transfer to and click Make Call. 5.4 Consultative Transfer A consultative transfer allows you to speak with the other party before transferring the call to them. While connected to the call (not Ringing or On Hold), click Consult in the Phone window. In the Consult window, enter the number of the other party and click Make Call. Your original call is put on hold while you speak with the other party. 6 Features The Features menu provides you with two options for controlling the behavior of your phone. 6.1 Set Forward All Forward All sends all inbound calls to another number you specify. Your phone will not ring when this feature is enabled. 6.2 Set Do Not Disturb When Do Not Disturb is enabled, callers will hear a busy signal when dialing your extension. 7 Presence Presence is the ability to see if someone is available to communicate with you. In Go Integrator, presence indicates whether or not your colleagues are currently on the phone. The Presence window is accessible from the Tray Menu. October Page 8 of 13

9 Presence status is indicated as follows: Color Solid green Flashing red Solid red Flashing yellow Solid grey Status On hook (online but not currently on a call) Ringing Call connected (currently on a call) On hold Offline Right-click on a name on the Presence list for a menu of options: If you are not currently on a call, the menu will contain the Make Call item. If you are currently on another call, the menu will contain the Consult and Transfer items instead of Make Call. 7.1 Personalize Presence List When you first install Go Integrator, the Presence window should already contain a list of all the extensions in your organization. To personalize the list so it only shows the contacts you need: 1. In the Presence window, click the menu icon on the right-hand side of the search bar (see screenshot at right). 2. Select View, then Customized. 3. Add or remove contacts as follows: a. To add a contact, click. Type in the name (or part of the name) of the person you want to add. Select the name from the list returned and click OK. b. To remove a contact, select it on the list and click. NOTE: If the default presence list contains more than 30 extensions, setting up a custom list will speed up the list s load time. In very large organizations, the default list could take up to 1 minute to update when it is first opened. October Page 9 of 13

10 8 Address Book The Address Book window is accessible from the Tray Menu. 8.1 Add New Contact At the top of the Address Book window, click New Contact. A blank Contact window opens. Select a Contact Type at the top of the page to display different data entry fields. Enter the contact s information and click Save. NOTE: All fields in the Contact window, including the Notes box at the bottom, are searchable. 8.2 Add New Contact from Call History To add a contact s name and other details after a call has ended, go to Call History and click on where the name would appear (it will be a location name in parentheses instead). When you do this, the Contact window will appear. 8.3 Find a Contact At the top of the Address Book window, enter your search criteria in the Search box and click Go. If you get too many results back, use the Advanced section to filter the results. From the search results, you can click on the phone number of a contact to dial them, or click on their name to edit or view their contact details. 9 Call History The Call History window is accessible from the Tray Menu. From here you can review your recent call activity, redial a recent call, and access Address Book information for recent calls. By default, the Call History screen displays the 50 most recent calls. Use the page right button in the bottom right corner of the window to view the next 50 records. To aid readability, you can also hide and show individual days in the history by clicking the expand/collapse button to the left of the date. October Page 10 of 13

11 10 Configuration The Configuration menu contains many settings that you can change to optimize your experience with Go Integrator General Settings Telephony The settings on this page are configured when you first install Go Integrator. You most likely will not need to change these settings. Serial Number, Server, Username, and Password are provided by DSCI or your company administrator. Directory Mode controls the directory numbers you download from your phone system. If you are part of a large organization, this will help to improve the performance of the Presence window. By default, Directory Mode is set to Group and your group is related to your username. Country and Area Code are used to recognize local phone numbers. Method of use is helpful if Go Integrator is being used on a shared computer. Select the option that best fits your situation General Settings Interface The Interface page allows you to change settings relating to the look and feel of the software, including actions that happen when calls take place. License Type will show the type of license Go Integrator is licensed for. Application Load, when enabled, will automatically launch Go Integrator when you log on to Windows. Language is automatically selected based on the language setting of your operating system. However, you can change the language by selecting one from this dropdown list. This change will take effect the next time you start the software. Main Window allows you to choose a skin for the Go Integrator windows. Select No Skin to use your operating system s standard theme. Sounds to play when calls are received can be customized for when your phone is ringing and/or you have a call waiting. This can help you to identify that it is your phone that is ringing and not a colleague s. Mute speaker when call in progress, when enabled, automatically mutes your computer s sound whenever a call is in progress. This is useful if you listen to music on your computer while you work. Hot Keys associate keys on your keyboard with the following actions: Call (a phone number must be highlighted in order to dial), Answer, and Hang Up. October Page 11 of 13

12 Clear cached histories clears the history of all CRM contacts from your call history, recent numbers, and the hints the software has shown you (clearing hint history will show the hints again) General Settings Dialing This page allows you to enable and disable dialing methods, including: Clipboard dialing Web page dialing Application dialing TAPI dialing: any application that supports Microsoft TAPI can dial through Go Integrator Focus dialing: dynamically recognizes phone numbers in textboxes and allows you to dial them Any applications or webpages that you have told the software to add Dial buttons to appear in the table. Click Add to add a new application to the table, or use the Edit and Remove buttons to make corrections. If you re switching computers or want to give your settings to another user, use the Export button to save your settings in a single file named dial.settings. Click Import if you have a dial.settings file and want to add the settings from it to your software. The last section of the Dialing Settings page allows you to define criteria to help the software more accurately identify phone numbers General Settings Events Select the action to take place when calls happen: show the Phone window or the Contact On ringing, On answer, or On outbound. Select the relevant action from the dropdown lists. Preview window enables or disables the Preview window for all calls. Integration to Microsoft Lync allows you to update your Lync presence state when you are on a call. When this feature is enabled, your Lync status will change to In a Call when your extension is on a call (note: this will only happen when your PC is powered on and Go Integrator is running). Use following external programs when selected events occur: runs one or more executables on selected events. To configure this, click Add and enter the following information: Event: The event on which to run the program/application. Direction: Select incoming or outgoing call. Calls: Restrict events to internal calls, external calls, or both. Program: Select the executable to run. Leave this field blank to load your Internet browser. Parameters: Choose the command line arguments for the program, or (in the case of a browser) the URL to load. For URLs, include the URI scheme (i.e. October Page 12 of 13

13 Custom button: Added to the preview window Integration Settings The Integration pages allow you to see and modify the databases that you have integrated with. Integration means that information from the database will be displayed on inbound calls (to convert telephone numbers into names, for instance) and the database will be searchable manually from the Address Book window. To make a new integration, click the (Add new) item, select the type of database from the dropdown list, and click Set. NOTE: The first time you enter this screen, you may have to wait a few seconds as the software scans to find out what integrations are available. To modify an existing database that you have set up, click its name in the Integration list. You can also click its name and then click Delete if you no longer want integration to that database. For applications like Outlook, the software attempts to find and use default settings, so you won t need to do anything more. For more complicated databases, the software will do as much as it can for you, but you may need to help it by entering your password or telling it where the database files are. The Integration test area allows you to test the settings you have entered by entering a telephone number and seeing if the software can find it. If the number is found, you can click the Show contact button to make sure that it works. When you are done, click Save. The new integration will be available immediately Versions and Log Settings The information in this area can be used for troubleshooting if needed. The Versions page lists the version used for each component part that makes up Go Integrator. The Log page displays information that is useful in the event of a problem. Logging is turned off by default, but you can enable it here with the Turn on logging check box. If logging is enabled and you ve experienced an issue, click Copy to clipboard to copy and paste troubleshooting information in to a document. October Page 13 of 13